Description: The article centers on the key point of availity login portal. We can see the information about the installment in this web ignite, we will be surely indicated by some details on how to manage availability in web ignite and some procedures about how to operate through it.
Thank you for joining me for another installment, in this web ignite video series, today we’re going to learn all about managing availability in web ignite, you manage your availability in web ignite through agent group presents and agent States, agent groups are responsible for answering interactions routed to queues individual agents are assigned to these agent groups.
When you are present to an agent group, you can be offered interactions, interactions may be pushed automatically to your inbox picked out of a queue or sent by your supervisor, when you are absent to an agent group, you cannot handle interactions for that queue in web Ignite.
You manage your agent group presence by clicking on your avatar, this will bring up this window with two tabs and you want to go to the agent groups tab, this will show you all the agent groups, you are a member of along with the information and whether you are present or absent for the media type.
You support for that agent group, you are present when the respective icon is blue and absent, when it is gray, you don’t want to be offered calls for the tech support agent group to do so, I must click on the phone icon and click update, it is as easy as that, this can be tricky to detect.
However, by looking at this area, when you are supporting multiple agent groups such as in my case, you can see that the phone icon has not changed, it’s still green and my overriding state is still available, this is primarily because I’m still present and available for the other agent group.
I am a member of where I support voice calls as well and since I don’t have any active and ongoing interactions for all the other media types, my overriding state is still available, one way to help understand the behavior of these states is distinguishing between employee state and Agence date.
I am the employee and I can have multiple agent IDs associated to me, the view my employee state, I can look at this area and to view my various agent states, I can look at this area here to demonstrate this, I want to be absent from voice support.
I can click on my avatar again, go to agent groups and click on the phone icon for the training agent group, this time, you must click on the Update button to apply the change, after doing that, you can see that when I look at my employee state, it’s still available, because I am for the other media types I support.
But when I look at my agent States, I can verify that, I won’t be offered voice calls anymore, the headset icon is orange and when I hover over it, it says away, not press it, let’s look at another example in this one, I’m currently handling an email interaction, because this is what’s active and ongoing my employee state also referred to as my overriding state now reflects this accordingly.
As you can see, its indicator is red along with the label a CD, when I look at my agent states, this is married as well with a mail icon, it’s red and when I hover over it, it will say ACD the ability to manage agent group presence is tied to your security role and therefore determined by the system administrator, this means that depending on the permissions assigned to you, you may or may not have this function available.
Another way of managing your availability to handle interactions in web Ignite is by managing agent States to manage agent states, click on your avatar and go to the state tab from there, you will see the states you can go into, you can set yourself too busy, do not disturb and offline.
You also have the option to logout, it is as easy as clicking on a state and choosing the reason why you’re going into this state, let’s talk about busy and do not disturb, if at any point during your shift, you find yourself unavailable to handle interactions, you can put yourself in a busy state to do, so click your avatar and under the state tab, choose busy, you will then be prompted to choose the reason why you’re going into this busy state.
The reason codes that you will see are programmed by the system administrator for reporting purposes, therefore what I have here on a screen is specific to our site continuing with our example, I’ll choose training as the reason and that’s when we look at the overriding state and the agent states, you will see they’ve all been set to a busy state.
After some time, you want to remove yourself from this busy state and back to available, so you can handle interactions in this example, let’s assume I finished with a training session, I have two ways, I can go about making myself available for both, I must click on my avatar and choose state from here, I can either choose available to set myself to available or click on the X button next to busy to remove myself from this busy state.
Let’s try both and this first one, I will click on the X button and now it has removed me from the busy state and I’m available again, as you can verify with the state indicators, simple enough here, I’ve set myself to busy, this time to make myself available instead of clicking on the X button, I’ll click available similarly, you can verify by looking at the state indicators that I am indeed available following the same process.
You can set yourself to do not disturb in a state tab, select do not disturb and then choose the appropriate reason comparing to the busy state being in a do not disturb state or a DND state is like into being absent to an agent group or being offline when in busy.
While you cannot be offered interactions, you can still receive interactions, sent directly to your extension, for example, if your supervisor calls you at your extension or transfers an interaction directly to your extension in DMV state, you cannot be offered interactions even directly to your extension.
As you can see on a screen, when D and e state your media icons and the little bubble on, the avatar will be read to remove yourself from D and E State click on the X button provided, it will then revert to your previous state before setting it to DMD which in this case was available, that’s one thing to take note of.
If I was in a busy state for example and then I went to D and E state, when I removed at the end e state, it will revert to busy state, this is by design, so that we accurately captured the various agent states for reporting purposes that may then be used by a supervisor or system administrator for shift or performance monitoring.
If you are interested in learning more about ignite web client, we offer a dedicated course that consists of videos like this, that will walk you through the different functions step by step, for more information, please visit us at my Telkom slash training and you can access the course catalog here, thank you again for joining me today and have a great day.